Use Instructions in Plus0 to define how your AI agent should communicate and behave. You can create instructions, choose a scope, edit existing instructions, turn instructions on or off, assign them to branches, and permanently delete instructions when permitted.
Instructions can guide an agent's greeting, conversation behavior, and other supported tasks. For example, you can set a greeting that automatically includes your business name and configured AI agent name.
Open the Instructions page
- Open the Plus0 app and sign in.
- Open Instructions from the app navigation.
- Review the instructions shown for your organization. Each card displays its instruction ID, scope, a preview of the instruction text, and its branch assignment controls.
An instruction that is not active is marked Inactive. You can use the Search box to find instructions by their ID, text, or scope name. Pull down on the list to refresh it.
Add a new instruction
- On the Instructions page, tap the + icon at the bottom.
- On the Instruction page, tap Scope.
- Browse the available scopes, tap a scope to expand its details, and tap Select to choose it.
- Enter your instruction in the Instruction text field. Write a clear, specific direction for the AI agent.
- Set the Active switch to the desired state. Leave it enabled if the instruction should be active.
- Tap Save when the instruction and scope are valid.
Both the Scope and Instruction fields are required. The text must meet the minimum and maximum character lengths configured by Plus0. The Save button is unavailable until the required fields are valid.
Select an instruction scope
A scope describes the purpose of an instruction so that Plus0 can categorize it appropriately. For example, select Greeting for an instruction that controls how the AI welcomes a caller.
- Open an instruction or start creating one.
- Tap the Scope field.
- In the Scope panel, tap an available scope to show its description.
- Tap Select to apply that scope to the instruction.
- Check the selected scope name on the Instruction page before saving.
The scopes displayed depend on what the Plus0 service makes available to your account. A separate Help article will explain individual scopes and their intended uses in detail.
Write a clear instruction
Use direct language describing what the AI agent should do. Keep each instruction focused on its selected scope, and avoid conflicting directions. For example, a greeting instruction should describe the opening greeting rather than unrelated booking or payment procedures.
Example greeting:
Thank you for calling {{entity_name}}. This is {{agent_name}}. How may I help you?
When the configured values are available, Plus0 can substitute the business and AI agent names into the greeting.
Use dynamic variables in greeting instructions
Plus0's greeting-template system recognizes the following variables:
{{entity_name}}– the configured entity or business name.{{company_name}}– another way to refer to the entity or business name.{{branch_name}}– the configured branch name.{{agent_name}}– the configured AI agent name.{{employee_name}}– another way to refer to the configured AI agent name in the greeting template.
Type each variable exactly as shown, including the double curly braces. Do not replace a variable with a made-up variable name. Greeting variables are interpreted by the agent's greeting-template system; support for the same variables in other instruction scopes is not established by this guide.
Example using a branch:
Welcome to {{branch_name}}. You're speaking with {{agent_name}}. How may I assist you?
Make sure the corresponding business, branch, and agent names have been configured. If a selected greeting contains a missing value or an unsupported placeholder, the greeting-template system may reject that template and use a fallback greeting.
Add alternative greetings
The greeting-template system can accept several greeting alternatives in one text field. Separate each alternative using ||| (three vertical bars). The system selects one alternative for the greeting.
Example:
Thank you for calling {{entity_name}}. This is {{agent_name}}. How may I help you?
|||
Welcome to {{entity_name}}. {{agent_name}} speaking. How can I assist you?
Each alternative should make sense on its own and use only supported, configured variables.
Edit an existing instruction
- Open the Instructions page.
- Find the instruction in the list, or use Search.
- Tap the instruction card to open its details.
- If editing is permitted, update its Scope, Instruction text, or Active switch.
- Tap Save to apply the changes.
Some instructions are read-only because of their permissions. If editing is unavailable, the fields cannot be changed and the Save button is not shown.
Activate or deactivate an instruction
- Open the instruction's details.
- If editing is permitted, use the Active switch.
- Turn it on to mark the instruction active or off to mark it inactive.
- Tap Save.
Inactive instructions are labeled Inactive in the Instructions list. Deactivating an instruction is different from permanently deleting it.
Assign an instruction to a branch
- On the Instructions page, locate the instruction.
- If there are no branches shown, tap Assign to a Branch.
- If branches are already shown, expand Branches and tap a listed branch to open the branch assignment page.
- Use the branch assignment controls to review or change the assignment, then save or confirm it as prompted by that page.
Branch assignment determines which branch records are linked to the instruction. The branch assignment page provides its own available controls.
Delete an instruction permanently
- Open Instructions and tap the instruction you want to delete.
- If deletion is permitted, tap Delete at the bottom of the Instruction page.
- Read the Permanently Delete warning and tap Ok to continue.
- When the confirmation dialog appears, tap Permanently Delete to proceed, or Cancel to keep the instruction.
Warning: The app warns that permanent deletion can remove the instruction and related data, including reports and logs. Use this option only when you are certain. If you only want an instruction to stop being active, turn Active off instead.
Instructions with restricted permissions cannot be edited or deleted through the normal controls.
Find or refresh instructions
Enter part of an instruction ID, the instruction text, or a scope name into Search to filter the list. Clear the search text to return to the full list. Pull down to refresh the list after changes.
If Plus0 displays Unable to load instructions, tap Retry. Check your internet connection and try again if the problem continues.
Best practices
- Choose the scope that best matches the instruction's purpose.
- Write concise, unambiguous instructions that can be followed consistently.
- Use the supported double-brace placeholders in greeting templates rather than hard-coding names that may change.
- Check that the business, branch, and AI agent names are configured before using their greeting variables.
- Test how the agent responds after changing an important instruction.
- Deactivate instructions that are temporarily unnecessary; reserve permanent deletion for instructions you no longer need.
Frequently asked questions
What is an instruction?
An instruction is a direction that helps configure how your Plus0 AI agent communicates or handles a particular type of interaction.
Is a scope required?
Yes. The Instruction page requires a selected scope before it enables saving.
Can I change the scope later?
Yes, if the instruction is editable. Open it, tap its scope, select a different scope, and save.
Why is the Save button disabled?
Check that you selected a scope, entered instruction text within the configured character limits, and have permission to edit that instruction.
Why can't I edit or delete an instruction?
Some existing instructions have restricted permissions. The app only enables editing and deletion when the instruction allows it.
What does Inactive mean?
It means the instruction's Active setting is off. The instruction remains listed rather than being permanently deleted.
Can I include the business name automatically in a greeting?
Yes. Use {{entity_name}} in a greeting template, provided the corresponding name is configured.
Can I create multiple greeting variations?
Yes. Separate greeting alternatives using |||. The greeting-template system selects one alternative.
Can I use variables in every instruction scope?
The variables documented here are confirmed for the greeting-template system. Do not assume they are automatically substituted in every other scope.
Can I undo permanent deletion?
The Instruction page does not provide an undo option. Treat permanent deletion as irreversible.
Where can I find additional help?
Tap the ? icon on the Instructions or Instruction page to open Plus0 Help. A separate guide will explain the available scopes in more detail.